Role Overview As a Product Support Engineer (L1) in the Product Support & Customer Excellence team, you will act as the vital bridge between Core Engineering and Customer support team . You will dive deep into customer-reported issues, analyze application logs and backend data, and drive resolutions. Working closely with Core Engineering, you will write, validate, and execute ad-hoc scripts under approval to resolve data/system issues while monitoring real-time application alerts to ensure high availability and continuous operational stability. Key Responsibilities • Cross-Functional Liaison: Act as the technical touchpoint between Customer Support, Product, and Core Engineering to investigate, escalate, and resolve complex L1 customer issues. • Troubleshooting & Technical Debugging: Diagnose, trace, and debug issues across multi-tier web and backend applications using application logs, system metrics, and backend database queries. • Scripting & Ad-hoc Execution: Draft, test, and deploy ad-hoc data/fix scripts in lower environments and execute them in Production following strict approval workflows from Core Engineering. • Application Alerting & Monitoring: Proactively monitor application performance alerts, error dashboards, and system health metrics to identify anomalies and address incidents before they impact customers. • Interim & Workaround Solutions: Formulate immediate workaround solutions or hotfixes for recurring issues to minimize customer downtime while long-term technical debt is addressed. • Knowledge Management: Maintain up-to-date internal Knowledge Base (KB) documentation and runbooks based on recent feature rollouts, bug fixes, and internal Knowledge Transfer (KT) sessions. Requirements Qualifications & Requirements • Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent practical experience. • Experience: 2–5 years of experience in Product Support, SRE, L1 Support, or Cloud Operations. • Programming & Scripting: Practical proficiency in at least one modern language (Python, Java, or Ruby) for writing operational and fix scripts. • Database Management: Hands-on expertise writing SQL queries and inspecting data across relational databases (AWS RDS PostgreSQL / MySQL) and NoSQL databases (MongoDB). • Cloud Infrastructure: Strong working knowledge of major AWS Cloud Services (EC2, S3, CloudWatch, Lambda, RDS). • DevOps & CI/CD Fundamentals: Understanding of Git workflows (GitHub, GitLab, or Bitbucket), CI/CD pipelines, and Infrastructure as Code concepts (Terraform / CloudFormation). • System Operations: Comfortable navigating and troubleshooting across Linux/Unix environments. • Communication: Excellent written and verbal communication skills to clearly convey technical root causes to business stakeholders and core engineers.